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Customer Guide to Open Box and Renewed Products
A clear explanation of product condition, grades, quality checks, and warranty information.
A simple way to understand product condition:
When you shop for electronics, some products are brand new. Others may be Open Box or Renewed. We want the difference to be clear before you buy.
Every product condition has two parts:
- The Commercial State: Tells you what type of product it is.
- The Cosmetic Grade: Tells you how the product looks.
For example, a product can be Renewed and Excellent. Renewed tells you the product has been used and prepared for resale. Excellent tells you the visible condition is the highest grade in our current grading structure.
Product states:
| State | What it means | Best for customers who want |
|---|---|---|
| New | A brand new product sold in original unopened packaging. | A completely new product with the normal new product experience. |
| Open Box | A product that has not been used, but the box has been opened or the packaging is no longer in unopened retail condition. | A product close to New, usually at a better price, where the packaging is not the main priority. |
| Renewed | A used product that has been checked, cleaned, data wiped where relevant, tested, graded, and prepared for resale. | A lower price than New, with clear information about condition, grade, warranty, and seller. |
Open Box:
- Open Box means the product itself has not been used. The package has been opened, damaged, or is no longer in unopened retail condition.
- All original accessories and items that normally come in the unopened package should be included unless the product page clearly says otherwise.
- Open Box is different from Renewed. If a product has been used, repaired, or restored, it should not be shown as Open Box.
Renewed:
- Renewed means the product has been used before and then prepared for resale through an approved process.
- The product is checked, cleaned, data wiped where relevant, tested, graded, and then listed with information about condition, warranty, seller, and delivery.
- Renewed products are not New products. They may show signs of previous use depending on the grade.
Cosmetic grades:
The cosmetic grade explains the visible condition of the product. It helps you understand what the product may look like when you receive it.
| Grade | What you should expect |
|---|---|
| Excellent | The highest grade in the current grading structure. The product has very limited or no visible signs of use according to the category checklist. For smartphones and tablets, battery health is 88% to 100%. |
| Good | The product may show some visible signs of use, such as scratches or marks, but it meets the Good checklist for its category. For smartphones and tablets, battery health is 77% to 87%. |
| Fair | The product may show clearer signs of use and lower cosmetic quality. For smartphones and tablets, battery health is 76% or lower. Any important limitation that must be disclosed should be shown before purchase. |
Battery health is included in the grading for smartphones and tablets because it matters to the customer experience, even though it is not a visible cosmetic detail.
What gets checked:
The exact checks depend on the product category. The aim is to make sure the product condition is described clearly and consistently.
Smartphones:
- Smartphones are checked for account and network locks, charging, SIM function, screen and touch, buttons and ports, speaker and microphone, WiFi, Bluetooth, GPS, Face ID or sensors where relevant, camera, and battery health.
- Battery health for smartphones follows the grade shown on the product page:
- Excellent: 88% to 100%
- Good: 77% to 87%
- Fair: 76% or lower
Tablets:
- Tablets are checked for account and network locks where relevant, charging, screen and touch, buttons and ports, speaker and microphone, WiFi, Bluetooth, GPS where relevant, Face ID or sensors where relevant, camera, and battery health.
- Battery health for tablets follows the same grade thresholds as smartphones:
- Excellent: 88% to 100%
- Good: 77% to 87%
- Fair: 76% or lower
Laptops:
- Laptops are checked to make sure no local account, Find My Device, or Google password remains. They are also checked for operating and charging, charger availability where required by grade, screen and body condition, USB and HDMI ports, parts and screws, keyboard, sound, Bluetooth, WiFi, and camera.
- Battery health is not currently used as a grading rule for laptops in the current checklist.
Smartwatches:
- Smartwatches are checked to make sure they are not synced to another account and that no password remains. They are also checked for operating and charging, band and charger availability where required by grade, screen and body condition, buttons, touchscreen, and sound.
Warranty:
- For marketplace products sold by third party sellers, the warranty is provided by the seller unless another warranty provider is clearly shown.
- The warranty for Renewed products is 1 year.
What you should see before buying:
- Before you add a non new product to cart, you should be able to see the product state, cosmetic grade, price, seller, delivery promise, warranty provider, warranty duration, and any important condition information.
- The same condition information should remain visible in cart, checkout, order confirmation, order history, return flow, and customer service view.
How to choose:
| If your priority is | Consider |
|---|---|
| A completely new product and unopened packaging | New |
| A product close to New, where the package has been opened but the product has not been used | Open Box |
| A lower price and clear condition information | Renewed |
| The cleanest Renewed condition available in the current grading structure | Renewed with Excellent grade |
| A lower Renewed price and you are comfortable with visible signs of use | Renewed with Good or Fair grade |
Common questions:
- Is Renewed the same as New?
No. Renewed products have been used before and then prepared for resale. They are listed with condition and grade information so you can decide if they are right for you. - Is Open Box used?
No. Open Box means the product has not been used, but the packaging has been opened or is no longer in unopened retail condition. - Will I receive the original accessories?
Open Box products include the original accessories and items that come in the unopened package unless the page clearly says otherwise. For Renewed products, accessory information should be shown on the product page where relevant. - Who provides the warranty?
The warranty provider and warranty duration of 1 year should be shown before you buy. For marketplace products sold by third party sellers, the warranty is provided by the seller unless another warranty provider is clearly shown. - Why does battery health matter?
Battery health affects how long the device can run between charges. For smartphones and tablets, battery health is part of the grade information. - Why are Renewed products cheaper?
They are not New products. The price reflects the product state, cosmetic grade, seller, warranty, and other commercial terms shown on the product page.